ITSM Lead

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

We're looking for an experienced ITSM Leadto lead the evolution of our Jira Service Management platform and drive excellence across our IT support function.

This role combines platform ownership, service improvement and technical leadership, with responsibility for transforming and optimising Jira into a scalable, user-focused solution that supports the needs of the business. Alongside this, you'll own the delivery of outstanding service, achieve SLA commitments and continuously improve employee experience.

Working closely with stakeholders across the organisation, to identify opportunities to streamline processes, enhance service management capabilities and deliver solutions that support operational efficiency, business growth and long-term success.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

· Own the overall Jira platform strategy, roadmap and continuous improvement programme.

· Conduct a comprehensive review of the existing Jira environment, including projects, workflows, permissions, automations, integrations and configurations.